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ABSTRACT
This research work examined customer service in Nigeria hospitals: a comparative study of private and public hospitals. The objectives of the study were to: ascertain the difference between assurance in private and public hospitals, determine the difference between empathy in private and public hospitals, ascertain the difference between reliability in private and public hospitals, ascertain the difference between responsiveness in private and public hospitals and to ascertain the difference between tangibles in private and public hospitals. The source of data collection for the study was primary source of data collection through the administration of questionnaire. All data collected was analyzed using t-test analysis. The findings were that there is no significant difference between empathy in private hospitals and public hospitals. It was revealed that there is a significant difference between reliability in private hospitals and public hospitals. It was also observed that there is no significant difference between responsiveness in private hospitals and public hospitals. It was found out that there is a significant difference between tangibles in private hospitals and public hospitals. Therefore, it was recommended amongst others that owing to the increasing competition in the health sector, customer service is an important part of which hospital management should explore diverse methods so as to improve their service quality so as to satisfy their customers, it is also important that hospital should increase the level of quality service delivery in order to increase their customer base and thereby maximize their profitability, hospital management should also make it their utmost priority to improve their service delivery in order for them to have continuous customer loyalty and patronage to their hospital and hospital management should increase their assurance level to their customer in term service delivery.
